Experienced Customer Communication Dispatch II Coordinator – Virtual Customer Support
Join arenaflex, a leading provider of digital imaging solutions, as a Part-Time/Remote Customer Communication Dispatch II Coordinator. As a key member of our customer support team, you will play a vital role in ensuring exceptional customer experiences through timely and efficient communication. If you're passionate about delivering top-notch service, working collaboratively in a fast-paced environment, and are eager to grow your career, we encourage you to apply.
About The Role
As a Customer Communication Dispatch II Coordinator, you will be responsible for handling a high volume of customer phone calls, emails, and chats while providing proactive communication with field personnel and peers across multiple channels. Your primary focus will be on ensuring that all customer requests are resolved promptly, and their expectations are met. You will also be responsible for monitoring the dispatch system, assigning tasks to technicians, and communicating with customers to provide updates on arrival times.
Your Impact
- Answer a high volume of customer phone calls daily: Maintain a minimum monthly average of calls per day in accordance with Department Goals. Complete incoming calls within average minimum published targets. Unavailable time not to exceed current published targets. - Successfully handle more difficult call types associated with high-value accounts: Demonstrate proficiency in handling calls associated with National Accounts. Attain 98% accuracy by verification of all customer information consistent with Dispatch Standards. All Billable calls are entered in accordance with applicable procedures outlined in Dispatch Standards for business units. Verification and updates of customer email addresses are consistent with published targets. Procedures as outlined in Dispatch Standards are followed for Territory Unserviceable and Third Party Requests. - Administrative Duties are addressed in a timely manner: Time cards are completed accurately by due dates. Time off requests and forms are submitted in a timely manner as outlined by department rules. Reports to work on time daily.
Performs Dispatcher Duties As Needed
- Provides customers updates on arrival times as needed: Monitors customer service requests and field dispatch statuses. Communicates with Service mgrs., technicians, and customers. - Assists field managers with administrative functions: Miscellaneous Emails - Triage, research, and forward emails, as needed. - Response Times - Monitor and follow up on response times for all branches: Monitors all X branch boxes and scheduling them accordingly. - Monitors calls in jeopardy of missing SLA and reaching out to the on-call manager: Monitors tech's non-scheduled box a minimum of 2 times per shift. Watches for call types 1, 3, and X call types. Reviews and checks OFS notes to verify if immediate service is needed - Communicates with next shift on any open items: Updates meters in accordance with current department policies. - Acts as backup for special projects from management/admin team: Continuously monitors current Dispatch system to ensure every tech is assigned/dispatched to a call throughout the day. Seeks input from the manager as needed. - Reaches out proactively to technicians supporting after-hours service to properly align resources to meet the customers SLA requirements.
About You: The Skills & Expertise You Bring
- HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience: Prior Dispatch or Call Taker Experience a Plus. - Strong PC Literacy and Data Entry Skills: Ability to monitor and manage group E-Mail Boxes. - Strong non-technical customer support and communication skills: Strong phone skills. Able to build customer rapport and minimize escalations. - Ability to fulfill customer expectations while monitoring operations and workflow in a timely manner: Ability to Multi-Task in a Fast Paced Environment. - Demonstrates a willingness and is successful at working in a team environment: Demonstrates a positive work attitude both internally and externally. -
Responsible for covering the overnight shift, including weekend coverage
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Company Overview
arenaflex is a leading provider of digital imaging solutions, dedicated to its Kyosei philosophy of social and environmental responsibility. With a strong commitment to innovation and customer satisfaction, we strive to exceed expectations and enrich the lives of our local communities and staff. Our employees have a strong work ethic, creativity, and a cooperative spirit, working collaboratively toward common goals.
What We Offer
- Competitive compensation package: $17.57 - 26.31/hr. - Employee referral bonus: Employee discounts. - “Dress for Your Day” attire program: Casual is welcome, based on your job function. - Volunteer opportunities: Give back to our local community. - Swag!: A Canon welcome kit and official merch you can’t get anywhere else.
Workstyle Description
This position is considered virtual. The office will be open 5 days a week; however, you will not be required to report to the office unless there is a specific business need. Note that work schedules and office reporting requirements may change from time to time based on business needs.
Posting Tags
#PM20
Location
US-NJ-Burlington | US-IL-Itasca
Company
arenaflex
Requisition ID
33140
Category
Customer Service/Support
Position Type
Part-Time
Workstyle
Virtual
Equal Opportunity Employer
arenaflex is proud to be an equal opportunity/affirmative action employer. Minority/Female/Individuals with Disabilities/Veteran. We value the diversity of our workforce and knowledge of our people. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identification, national origin, disability, genetic information or protected veteran status, or any other characteristic protected by law.
Accommodation Request
Canon is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation in order to complete an employment application, or during the application process, please e-mail us at [email protected].
Apply Now
If you're ready to take your career to the next level and join a dynamic team that values innovation, customer satisfaction, and social responsibility, apply now! Apply for this job